Customer Care Area Manager

Supervise, coordinate, and manage daily operations of customer care associates, including scheduling, material ordering and safe keeping, quality control and trade partner management.  In addition, Area manager for Customer Care will mentor, train and supervise Customer Relations Specialist  while monitoring adherence to company policies/procedures and OSHA requirements. Area Customer Care Manager will work to personally handle all potential customer “conflicts” to avoid letters and communications to Lennar Corporate Offices/Officers.   Area Customer Care Manager ensure all homes receive a Quality inspection and QA sign off prior to Orientation walks so that all homes close 100% completed.  

• Manage day to day field operations of CRS and resolve homeowner / trade conflicts to ensure service requests are being completed in accordance with the Lennar 1-2-10 warranty.
• Responsible for reviewing daily all new and previously opened customer care service requests to insure proper compliance and prompt resolutions.
• Responsible for the overall customer care experience of each homeowner.
• Responsible for ensuring Quality Inspections and QA sign offs are performed on all home-sites in assigned communities prior to New Home Orientations.
• Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product.
• Insure all homes are 100% complete prior homeowner orientation.
• Work with CRS and Customers to settle and resolve issues during Customers initial walk-through and during the first 60 days post-closing to avoid post-closing claims and disputes.
• Ensure that work is in compliance with City or County requirements and building codes.
• Supervise daily trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care.
• Communicate with Director of Customer Care regarding performance of Customer Relations Specialist.
• Provide trade partner feedback to the Director of Customer Care concerning the trade partner’s timeliness and attention to detail.
• Provide feedback to the Director of Customer Care concerning any design or reoccurring warranty issues.
• Ensure job site cleanliness and safety.
• Maintain customer and trade partner relations.
• Assist Director of Customer Care in providing ongoing training to construction team and customer care team regarding warranty issues.
• Meet established Regional/Divisional goals while demonstrating accuracy and thoroughness to ensure quality of work.
• Communicate effectively and professionally both verbally and in written correspondence
• Work closely with the customer care team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result.
• Manage departmental performance against agreed targets and budgets, and within policies and standards
• Other duties as assigned

• High School Diploma or equivalent required, or equivalent work experience
• Bachelor’s degree in related field preferred
• Minimum 5 yrs. experience in project/construction management in residential construction required
• Minimum 3 yrs. experience in directing, coordinating, and supervising construction staff
• Associate is prohibited from performing manual repairs
• Valid Driver’s License with good driving record
• Valid auto insurance coverage
• Advanced knowledge of scheduling, budgeting and document management
• Ability to read and interpret blue prints
• Computer literacy and proficient in MS Office products (Word and Excel)
• Excellent follow-up, communication (written and verbal) and time management skills